The “881” Call Center of the Ministry of Justice serves to objectively investigate and respond to inquiries, conduct analyses for activity improvement, and increase citizen satisfaction.
This was reported to elchi by the Ministry.
According to the information, the Call Center continuously carries out the answering and routing of citizen inquiries across all areas of the Ministry’s activities during working hours. During the month of June, 18,656 out of 18,975 inquiries received by the “881” Call Center regarding the execution of court decisions, notaries, registration, penitentiary services, municipal activities, forensic expertise, probation, and other relevant fields were answered. The service level provided to citizens (the percentage of incoming calls accepted for answering within 30 seconds) was 91.31 percent, and the average service duration for citizen inquiries was 1 minute and 52 seconds.
Furthermore, in addition to directly answering inquiries, the Call Center, through software reflecting the latest innovative solutions, utilized interactive voice menus, “callback,” and “call order” services to establish contact with 319 missed calls during the month and ensured that the questions of 496 citizens who contacted during non-working days were answered.
It should be noted that to evaluate service quality, the Call Center sends an SMS to citizens after the call ends. Citizens can access the link in that SMS to answer short questions and provide additional comments to rate the service provided.
The Ministry of Justice continuously implements measures to develop the Call Center, organize it in accordance with legislative requirements and modern standards, and increase citizen satisfaction, operational efficiency, and the quality of the service provided.